AI + CX Best Practices for Optimizing Human Interactions

As AI implementation continues to be a priority for CX leaders, as demonstrated by CX Network’s own research, many want to know how to use it to enhance, rather than replace, real human interactions. But how can brands ensure they are looking beyond the hype and focussing on what truly matters: how it impacts customers. AI can be a tool for strengthening engagement, not just automating processes. Brands that understand this and use AI to improve human interactions will be the standout winners in an evermore competitive landscape.

To get AI in CX right, organizations need more than just raw data, they need Customer Experience Intelligence (CXI). The most successful businesses do not rely solely in analytics, but combine this with observing, interviewing and analyzing customer behavior to get a complete picture. In this session, Jeofrey Bean, CX expert, author, trainer and consultant, will break down how to use AI effectively by combining it with human expertise to ensure every customer interaction feels intentional and valuable.

Attendees will learn:

• Taking a portfolio approach: Learn the basics of CXI and, combining data with real human insights
• Understanding customer behavior: Why observation, real-time feedback and customer research are critical for an informed AI in CX strategy.
• Human-centred experiences: Uncover how to move beyond basic automation and use AI paired with human expertise to create more meaningful customer experiences.